AT&T Store — Local services in Town of Victor

After an unsuccessful try with another company, I tried to re-sign up with AT&T Prepaid and get my number ported over. I went through their process on-line (which is what they recommend) and when I was about to finish, they advised me what my "new number" would be! No, no, no... So when it asked me to set up a new account and PIN, I didn't finish the transaction ; just closed out of it. I then immediately proceeded to try to call AT&T to really just cancel the transaction. I ended up making 4 calls, and each one asked me for my PIN. I kept trying to tell them I didn't have one and I was put on hold each time (at least 20 mins each) and got either "you'll have to talk to another department", or "you'll have to go to an AT&T store". I kept asking if they could just cancel the new transaction and every one told me no. So after 2 hours of this, I did end up going to the store. Once I got there, I met Court Sturdy, AT&T Territory Mgr. He initially told me there probably wasn't much he could do either, but was kind enough to call AT&T with me to see if he could use his inside influence to figure this out. Once again, he and I talked to 3 different people in the Prepaid dept; none of any more helpful than the 4 I'd already spoken to. The last one ended up referring us to a manager (who was quite rude to Court and was extremely hesitant to give him is AT&T ID number) told us I'd either have to 1. pay another $30 (my port in number was a different "region" - huh???) so I could use the number I wanted immediately (which is tied to so many accounts) or 2. wait til my next billing cycle (using the new generated number) and change it then (seriously?), or he would have to get me a refund. If I wanted the refund, he couldn't help me, but could transfer me to the Refund Dept. So after another 2 hours with Court, we finally got the correct dept and it took them about 5 minutes to verify and then confirm a refund. I can't say enough about Court. He was very helpful, persistent with obtaining our objective, and then taking the extra time to get my new account all set up (with the number I needed ported in). All those other prepaid reps we spoke to can take some lessons from him in excellent...

Desiree gets 5++ stars!!! If you go to this location, please ask for her. She is amazing--knowledgeable, professional, patient and friendly, all while helping us to navigate the purchase of new phones. Our experience with her was exceptional. The reason I gave four stars is because while in the store, I had to listen to the Manager, Court Sturdy, completely berate, embarrass and destroy any shred of dignity and confidence of a young, male employee in front of his customer (a man who actually seemed to feed into this atrocious behavior by piling on). I believe this was a misguided attempt to be a training interaction, but I have never witnessed a manager treat an employee like this in private, let alone in front of the customer, and other customers in the store. It was impossible to ignore. Working in a customer-facing retail environment any time is HARD, and at the Holidays it is that much more challenging! They work long hours and have to know a great deal about the products and all the promos going on. Employees should be treated with patience and respect by everyone, especially by their managers. If the store was not busy and Court had not started interacting with another customer, I would have relayed all of this to him personally--in front of customers and his employees--so he could know how it feels. Patience, kindness, respect--practice it! You have great people working there and they should be trained, encouraged and rewarded for their efforts if merited. Every professional was once a novice, Mr. Sturdy. Once again, my thanks to Desiree for her...

My experience at the Victor location was nothing short of OUTSTANDING. My partner and I were experiencing difficulties setting up an account and had no luck getting it sorted over the phone with customer service. Court Sturdy, the store manager listened and quickly made it his mission to get our issue resolved. It was a tricky issue as it involved some kind of glitch in the system after several failed attempts at creating our account online. But Court spent countless hours using every resource he could to satisfy our phone/plan needs and get it handled. He went above and beyond!! I have never received such attentive, dedicated, knowledgeable and friendly service as I did with he and his employees at that store. 5 stars. If you’re looking for exceptional customer service, look no further than this store- it...